In the hospitality industry, we strive to build relationships with our guests. In the concierge profession, many of these relationships are often life-long and fulfilling relationships. Many of us have participated in life transforming events for these guests. Whether planning surprise engagements, assisting with wedding and honeymoon plans, or finding the right schools and colleges for their children, every aspect of our service can be a pivotal moment or an emotional shift in winning a guest for life. Many concierges have been in the industry so long that they have actually watched their guests' children grow up. This is because top concierges are committed for life. READ MORE

After reading my last column, you've come to accept that Property Improvement Plans (PIPs) are essential for remaining competitive in today's market and keeping your brand flag. Renovating a hotel while keeping it open and keeping guests happy is one of the most difficult tasks in our business. It's as tricky as operating on a battlefield or taking the SAT with the flu. But in today's economic environment it is absolutely necessary. READ MORE

Big data is playing a major role in the hospitality industry, as hotels explore different approaches to conquer the data and gain customer insights. But in reality, it is likely that hoteliers don't know how to mine this data to gain intelligent insights in a sustainable manner.  The main factors hindering a hotel to evolve into an analytic-orientated organization are: a dated operating model made up of disparate systems, silo'd business units, ad hoc manual processes, and a workforce relying more on experience than information. To achieve data analytics nirvana, hoteliers must adopt a phased “crawl, walk, run, zen” approach. READ MORE

As the green movement in the hotel and resort industry continues to blossom, we now find a variety of hotel types that are embracing environmental sustainability in order to reap the substantial benefits that come with it. We have identified several types and subtypes of hotels that have environmental responsibility as a hallmark, including downtown business and leisure hotels, airport hotels, desert resorts, multi-branded hotels, convention hotels, country inns, casino hotels and golf resorts. In this article we will delve into the unique challenges and opportunities that relate to their typology in achieving their environmental goals. READ MORE

For today's global hotel business, the more compelling your content, the more customers and guest loyalty you are likely to see over time. But as hard as your teams work to produce enticing video tours, property descriptions and marketing campaigns, those materials aren't very useful if they don't resonate across your international audience base. For impactful content in every language, you need to localize and adapt your message for each market. The easiest way to do this is by creating content while adhering to globalization standards from the start. It's a practice that can save you a great deal of time and costs, so you can dedicate your efforts toward making a bigger splash in each locale. From avoiding region-specific lingo to separating text from graphics, discover the best things you can do to ensure that translation and localization proceeds much easier and faster. READ MORE

Probably not many know this but the Concierge society in Scandinavia (Norway, Sweden, Finland and Denmark) has a long and glorious history. In Sweden the Swedish Hall porters Association (SHPF) dates back to 1926 and were for many years also a national union for their members. SHPF were counting more than 200 members in the 60's and 70's. The association was at that time also an important member of UICH Les Clefs d'Or. READ MORE

With the proliferation of social media and electronic guest requests, the role of concierge is increasingly moving online. Therefore, it is vital to merge the duties of your concierge and social media teams so that answers to digital queries are as beneficial as possible and presented in a timely manner. This transitional phase will effectively see the end of the dedicated social media manager and concierge job descriptions with a convergence of the two in the form of guest relationship managers. READ MORE

The role of the concierge has evolved over the years, from lighting candles in Medieval days to the present day part-magician who makes the impossible possible for guests in luxury properties. But in our current world of high speed, high tech, will the position survive? Philip Barnes, General Manager of The Fairmont Pacific Rim & Regional Vice President, Pacific Northwest for Fairmont Hotels & Resorts talks about the concierge and how he sees it in the hotel operation of today. READ MORE

While we many not think of restaurants much beyond our hotel's coffee shop or dining room, or even our favorite neighborhood grille or pizza place, the fact remains that, collectively, eateries are a bellwether of consumer and marketing trends. By watching what is happening in this industry, we can gauge what our guests will be looking for from us. In this article, you'll see how restaurants can give you a heads-up as to what will be driving your guests and potential guests and how you can bend your marketing around these trends. READ MORE

Color psychology is a relatively new field of scientific inquiry that aims to analyze the effects of color on human behavior. In this article, we will explore what color psychology is and how colors affect human behavior. Hint! Black might be a bad choice for wait staff, hosts and other hotel employees dealing with conflict resolution. People from various cultures have automatic (unconscious), negative emotions to the color black, such as evil, death, fear, anonymity, anger, sadness, remorse, mourning, unhappiness and mystery. Yes, there are positive emotions, as well. The article will weigh the pros and cons with personal anecdotes from my experience at The Amway Hotel Collection. READ MORE

The article below embraces what a hotel or resort director of sales & marketing is challenged with during a typical budget process from start to finish. In our current highly technical fast-paced world supported by the ever-changing dynamics of e-commerce, directors of sales & marketing are faced with a multitude of challenges. In order to start to prepare and lead the sales and marketing efforts during the budget season, a director of sales & marketing needs to have a comprehensive understanding of all emerging trends. READ MORE

Earlier this year, the Bureau of Labor Statistics reported that the percentage of workers who are union members dipped to 11.3%, the lowest in 97 years. The private sector percentage dipped to 6.6%, the lowest level since the 1950s, with the hospitality accommodation industry at 7.5%. For those establishments interpreting these statistics to mean that they do not have to be concerned about unions, think again. Union organizers and leaders are not giving in to the decline in membership and are confronting the challenge urging their members to think big. Establishments should be prepared to respond to union organizing. READ MORE

Is your hotel optimizing revenues and profits in these two key departments? Rooms and Food & Beverage departments contribute a major chunk of hotel revenues and profits. The mix between the two contributions depends upon location factors, number of outlets and so forth. Profitability is also very different between the two departments with Rooms far ahead. However, a well thought out strategy to create a powerful combination will greatly boost bottom line performance. At the end of the day the proof of the pudding is in the profit flow through that Rooms and Food & Beverage departments deliver. We take a look at this phenomenon that features in the thoughts of every owner, stakeholder or even the management. READ MORE

Online advertising is very important for companies that execute the majority of their transactions online. Here's why: if you're not visible in the place where potential customers are searching for hotels, then your hotel is not likely to secure a customer's booking. This article will examine the three different online advertising channels that I would recommend for hotels:social media marketing (specifically, Facebook ads), featured listings on OTAs and Google AdWords. READ MORE

“People don't like to be sold, but they love to buy!” These wise words are the mantra of sales authority Jeffrey Gittomer and have far-reaching implications for the hotel and travel industry. The statement also illuminates the many reasons why personalization is such an essential tool for hotel marketing. By successfully and meaningfully cross-selling and upselling their guests at their online destinations, hotel marketers can dramatically improve guests' experiences at their actual destinations. Everything you need to know is here in Maxymiser's 5 key Do's and Don'ts of personalization. READ MORE